BlueOcean

OCTOBER 10, 2016

But in the end, you decide to make the dreaded call to customer service. No matter what action you take, the point is that your journey as a customer started before you made that call. But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

Myra Golden

OCTOBER 4, 2016

I do this exercise from time to time, whenever my mood needs lifting. When you are speaking with your employees about their customer service approach, be sure to not just focus on what they are doing wrong. You had a tough customer there with Ms. It’s cloudy and there’s a light breeze. I had to focus on what is right, right now.

How To 40

How To Call Flow Exercises Feedback 40

Myra Golden

OCTOBER 4, 2016

I do this exercise from time to time, whenever my mood needs lifting. When you are speaking with your employees about their customer service approach, be sure to not just focus on what they are doing wrong. You had a tough customer there with Ms. It’s cloudy and there’s a light breeze. I had to focus on what is right, right now.

How To 40

How To Call Flow Exercises Feedback 40

NobelBiz

JANUARY 17, 2022

The AHT is a KPI that contact centers always strive to improve. Of course, there are rational answers to this organizational challenge, including reducing call center AHT while also ensuring quality work and performances. What is the Average Handling Time (AHT) for Contact Centers?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52